Frequently Asked Questions:


Are there any restrictions on freight I can send during Alert Level 3?

No. As of 11.59 pm Monday 27 April, there are no restrictions on the type of freight we can move through our network. 

Our delivery priority in the order of importance still continues to be; medical, pharmaceutical, educational, and perishables. Where ‘essentials’ can be prioritised – they are. Staffing and courier levels across the country are not at full strength due to COVID-19 restrictions. Safety first means there may be additional time taken to deliver some freight and there may be a delay in standard response times to queries.


Are deliveries and pick ups contact-less during Alert Level 3?

Yes. All deliveries, pick ups and branch collections will remain contact-less during Alert Level 3.

More on how contact-less deliveries, pick ups and branch collections work >


What is happening with my freight that was held during Alert Level 4?

Held courier parcels that are addressed to you will start to flow through to you once your courier is aware that you are back in action. In some instances, your orders may have been returned to the sender, if they were sent after Level 4 started.

During Level 4, we have had to store a considerable amount of ‘business closed’ freight.  This was predominantly freight sent just prior to the Level 4 that could not be delivered, plus items that were sent to closed businesses during Level 4. These items will be delivered to businesses as they open, however, given the volume and the staggered way that businesses may open, there may be some delays. Please be patient, we will deliver the items as soon as is possible.



Do I need to inform New Zealand Couriers I've reopened?

No, you don't need to inform us you've opened.

However, if you need to restart your regular VAN pick-ups in Level 2, please call 0800 692 687 - then type in your PIN to request a courier pick-up. This will allow for your usual pick-ups to be reinstated.


Will there be delivery delays in Alert Level 3?

With more businesses open in Level 3, freight volumes have risen significantly. Some delays could occur as we adjust to this new normal. Please pack any perishables with slightly extended delivery times in mind.

Our delivery priority in the order of importance still continues to be; medical, pharmaceutical, educational, and perishables. Where ‘essentials’ can be prioritised – they are. Thank you for your patience.


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